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ISC Customer Experience Transformation Leader

Company: Philips
Location: Somerville
Posted on: May 3, 2021

Job Description:

Job TitleISC Customer Experience Transformation LeaderJob DescriptionIf you are a Colorado resident and this role is a field-based or remote role, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. You may contact 888-367-7223, option 5, for assistance.In this role, you have the opportunity to:To deliver the best possible customer experience, Philips' entire supply chain needs to be fully coordinated, acting according to a common focus on controlling operational performance and transforming capabilities to deliver customer solutions with unrivaled speed, quality, and cost. The Customer Experience Transformation office will set the direction for all elements of the supply chain to perform and transform with a customer-first focus. Underlying and guiding the customer experience transformation roadmap will be the definition and collection of data that signifies the customer experience. By setting these data standards, establishing the structures to capture and draw insights from the data, this office will assign actions and execute to improve customer experience, drive adoption and measure adherence.You are responsible for (but not limited to):The ISC Customer Experience Transformation leader's primary role will be to instill a customer-centric mindset across all elements of the Philips supply chain. This includes defining the standard measures by which we will assess customer experience, establishing the channels through which we will capture and disseminate that information, and a framework for making those insights actionable. Included in this will be the administration of a Net Promoter Score (NPS) data collection and management program. The role will work closely with business owners to understand changing customer interests and market dynamics, to be reflected in a customer-focused supply chain strategy. The position will collaborate with partners across the Strategy & Transformation organization to design, select, and prioritize transformative initiatives that will bring supply chain and manufacturing operations closer to the customer while improving lead time, quality, reliability, and transparency. The role will leverage advanced analytics to validate transformative initiatives against measurable impacts on the customer, while developing tools that will enable greater agility in response to, and eventually in anticipation of, customer experience dynamics. The role will utilize the insights gained from customer-oriented data to drive activities or reshape processes to better deliver an optimal customer experience. Additionally, the position will leverage a structured transformation framework that is consistent, repeatable, and measurable so that change activities can be tracked and assessed for adoption and efficacy.The Customer Experience Transformation role is responsible for establishing and maintaining the supply chain portfolio of strategic and operational support programs and projects impacting customer experience. This includes development and implementation of a customer experience transformation strategy, framework and related methodologies, tools, metrics, and governance.Identify gaps and engineer solutions in processes and systems to launch new capabilities with customer-obsessed, high-quality execution across multiple functional teams. Administer projects to implement these solutions, measuring KPIs to ensure adoption, efficacy, and to validate impact to the customer.Drive business case development and delivers continuous improvement efforts by leveraging data/analytics, combining customer insights and research to make sound business decisions in partnership with all supply chain and business stakeholders, ultimately to improve efficiency, agility, and quality across the organization.Think strategically and acts tactically to build long-term, sustainable, automated processes that ensure continued growth and customer delight.Establish service level agreements and standard work processes with defined metrics to monitor quality and efficacy and empower continuous improvement.Develop policies that outline escalation and communication standards and pathways for addressing customer feedback and municate performance and plans that require identifying and evaluating trade-offs within or across functions. Continuously develop and optimize frameworks to drive customer value through service, experience, availability, quality, and cost.Develop models and dashboards to share with teams and leadership to assist in understanding our customer feedback.Understand and incorporate industry, customer, and 3rd-party benchmark data to better equip supply chain elements with the requisite tools and insights to proactively optimize their own customer experience levers.Create external advocacy by listening to customers closely and bringing the voice of the customer into discussions across the integrated supply chain organization.Be an inspirational leader and create a vibrant, inclusive culture that inspires people to do their best work.Specify budgetary requirements and adherence to budget allocations.You are part of:Integrated Supply ChainTo succeed in this role, you should have the following skills and experience:Bachelor's degree in a technical field or business discipline, with an emphasis on strategy, organizational science, and/or supply chain, logistics, or operations management; Master's Degree is preferred.Demonstrated experience bringing large scale change opportunities to life through storytelling, fact-based orientation, and using advanced analytics to inform complex decision making and project follow-through.Minimum of 10 years of meaningful working experience in manufacturing or supply chain leadership in an internationally operating company.Thorough customer-facing experience, with a detailed understanding of best practices for customer relationship management and customer support systems; experience with complex customer relationship management and IT deployments.Ability to build an operating model with tools, processes, and people to drive a scalable model for customer success across all elements of the integrated supply chain.Demonstrated experience designing with a user-focused mindset; familiarity with user-experience concepts is fort using a variety of tools to ingest and analyze customer data (e.g. - Salesforce, Qualtrics, Tableau, and other qualitative research channels). A deep understanding of customer needs through research (e.g. - surveys, customer interviews, focus groups, etc.).Experience creating KPIs and using data to validate effectiveness, inform future decisions, and ensure continuous innovation.Ability to articulate complex concepts to cross functional audiences and influence outside technical teams.An expert in business process improvements; handling large projects/programs in complex cross-functional organizations and/or environments.Track record in project management and the ability to analyze key financial and business/factory critical metrics from a Leader's perspective.Strong ability to build collaborative relationships with stakeholders and garner buy-in (focus on customer orientation).In return, we offer youThe ability to collaborate with, learn and grow from colleagues in a highly complex, global organization where you can use your strengths to help drive strategic business initiatives for Philips. Additionally, we provide you a dynamic working environment in an innovative business, paired with a competitive salary, excellent benefits, and a supportive atmosphere where you can sharpen your talents with new challenges and career opportunities.US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.Why should you join Philips?Working at Philips is more than a job. It's a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.To find out more about what it's like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person's relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.Equal Employment and Opportunity Employer/Disabled/Veteran#LI-PH1#LI-RemoteContactIf you forgot your password, you can click the Forgot Password button on the Sign In screen to reset it.JobSummaryJob number: 397396Date posted : 2021-04-21Profession: ManufacturingEmployment type: Full timeSDL2017

Keywords: Philips, Somerville , ISC Customer Experience Transformation Leader, Other , Somerville, Massachusetts

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